CRM & Retention Manager

CRM & Retention ManagerLocation: NI or ROI Type: Full-Time Hybrid Working

A leading multi-channel entertainment and gaming business is hiring a CRM & Retention Manager to take ownership of omni-channel customer engagement across both retail venues and online platforms.

This is a hands-on, commercially accountable role for someone who builds, launches, measures, and optimises CRM initiatives themselves. You'll sit at the centre of a deeply integrated retail and digital ecosystem, shaping lifecycle journeys that drive measurable revenue impact.

The OpportunityYou will own CRM activity end-to-end - from segmentation and targeting through to automation logic, launch, measurement, and optimisation.

This is not a strategy-only role. You will define direction, prioritise initiatives, and execute with precision. You'll work closely with senior retention leadership while collaborating across retail operations, digital teams, and data functions.

There is significant scope to shape and mature omni-channel CRM capability across a growing organisation.

Key ResponsibilitiesOwn CRM campaigns end-to-end across retail and online channels

Design and manage automated lifecycle journeys (triggers, exclusions, control groups)

Define and evolve customer segmentation frameworks

Drive cross-channel engagement strategies using unified customer data

Partner with venue managers to ensure real-world campaign execution

Establish clear measurement frameworks using incrementality and holdout testing

Prioritise initiatives based on commercial impact

What You'll Work WithUnified customer data across retail and online

Loyalty and in-venue engagement systems

Automated CRM journey tools

Cross-channel rewards and promotional mechanics

Data-driven performance tracking

What We're Looking ForProven hands-on experience building and launching CRM campaigns

Strong understanding of lifecycle marketing and automation

Experience working in gaming, betting, or a regulated digital environment

Commercially minded with experience measuring incrementality

Confident collaborating cross-functionally across operations, digital and senior stakeholders

Comfortable making decisions with incomplete information

What's Not a FitPurely strategic CRM leadership with no execution

Candidates who rely on large teams to deliver

KPI focus on activity rather than commercial outcomes

What's On OfferCompetitive compensation

Hybrid and flexible working

High ownership and visible impact

Opportunity to shape omni-channel CRM in a growing business

To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided, or contact Daire O'Connor at MCS Group:

Even if this position isn't right for you, MCS Group may have others that are. Visit our website for a view of all current opportunities.